ComplaintsforHotels.com

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A room was booked thru Hotels.com to stay at Double Tree Hilton in ********, ** on January 26 - January 28, 2024. The reservation was cancelled online January 14, 2024. Once a refund was not issued, we contacted the hotel directly and they stated they could not issue a refund it had to be done by the 3rd party Hotel.com. First of all, Hotels.com **************** is not easily accessible by phone or email. ******* at Double Tree Hilton gave me the contact number to Expedia, evidently, they are the same business. I opened a case on 3/21/2024 Ticket: ********* spoke with ****** who was going to contact Double Tree to get approval to process the refund. No refund by 4/12/2024 so I called Expedia again, and they said the hotel denied the approval of the refund. The customer service rep. said he had to have the name and position of the individual that approved a refund so I called from my cell phone while I had him on the line. Spoke with ******* again and she stated she would have to give the cancellation/ refund request to ************************* - Assistant General Manager for approval. Expedia's rep. was ***** and created a new ticket on 4/12/2024. Ticket: ******* which is supposed to be a waiver request that I will receive an email in 72 hours. The stay has not been refunded and I am paying interest on that amount. I did not stay in that hotel and want a refund.

  

  Business response

  04/16/2024

  BBB response
  
  16th April 2024
  
  Better Business Bureau 
  Hotels.com - ******, ** 
  Complaint Department
  
  RE: Hotels.com Case # ********
  
  Dear Better Business Bureau, 
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Hotels.com is responding to the consumer complaint from *************************** (BBB case number ********) regarding a hotel reservation. We understand ******************** is requesting a full refund. 
  
  Upon further research, we are unable to locate an Hotels.com account related to ********************' complaint. We respectfully request that ******************** provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address ********************' concerns. 
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Regards,
  ***********************
  Global Traveler Resolutions Team

  Customer response

  04/16/2024

  I have reviewed the business response and accept this resolution. The email address associated to the account is ************************* The Hotels.com Itinerary number associated with this claim is **************. The stay was booked for January 26 - January 28, 2024, 2 nights. The attachment clearly states the information requested as well as the room/reservation was cancelled. Purchase date was 1/14/2024 and cancellation date was 1/18/2024. The refund amount should be $332.68. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Request for refund of double payment is ignored. Date of request was 3/14/2024 Dear Hotels.com Please review this reservation for double charges, at different rates! on February 26, 2024, to **************** ending in 1007 for 792,20E or ****** USD and again on **** ending in 4115 on February 29, 2024, for 685,24E upon departure. Both receipts are attached. When I made the reservation, I was quoted a price half of the amount charged and was surprised when the confirmation arrived. I immediately turned in a complaint via phone and chat but did not get any relief on that one. Please do better this time.Thank you,***************

  

  Business response

  04/15/2024

  15 April 2024
  
  Better Business Bureau 
  ******, **
  Complaint Department
  
  RE: Hotels.com Case # ********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Hotels.com regarding an issue with our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Hotels.com is responding to the consumer complaint from *************** (BBB case number ********) regarding a hotel. We understand Ms. *** is requesting a refund due to double charges. 
  
  Upon further research, we are unable to locate an Hotels.com account related to Ms. ***** complaint. We respectfully request that Ms. *** provide ** with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. ***** concerns. 
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *************************** Correspondence Team

  Customer response

  04/15/2024

  I am rejecting this response because:   The complaint to the hotel is attached with the proof of payment from **** in the amount of E****** and again with AMEX for E792.20

  Date Description Debit EUR Credit EUR
  

  27-02-24 Accommodation 342.62
  28-02-24 Accommodation 342.62
  29-02-24 **** (Online)
  XXXXXXXXXXXX4115 XX/XX
  ******
  Total ****** ******

  AMEX charge (please refund this card).

  $858.90 USD / 792.20 EURO

  Reservation confirmation: Reiseplannr.: 72769019025098

  Email address used for the reservation ************************.

  Thank you for your assistance. 

  *************** *************)

  

  Business response

  04/18/2024

  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns that have been brought to our attention. Expedia.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
  
  Expedia.com is responding to the consumer *************** response to the ID #********  regarding her hotel booking. We understand ************* is seeking an update and solution.
  
  I'm glad to investigate the concern of *************. According to the hotel, they unfortunately charged ************* by mistake. I'm happy to inform that the hotel confirmed they have refunded the amount back to ************. Regarding the price difference, hotel pricing and availability is always subject to change and the hotel may have reduced the price since it was booked. Unfortunately, we are unable to do a Price Guarantee at this time as that is only applicable until the day before arrival.
  
  Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  *********************
  Priority Escalations Agent - Expedia 

  Customer response

  04/18/2024

  I have reviewed the business response and accept this resolution and await the refund. 

  Thank you,

  ***************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Have an account with ********************** that earned $1249 in Reward nights. Hotels.com decided to change the award night program to a new program called Onecash. That program has terms that state that when there are no activities for 18 months the reward cash will be forfeited. My last activity was this past Feb 2023 and therefore less than 18months.When i logged in to my account , i saw that i have 18 month to do activities , i didn't worry and was planning to make bookings before hand, but now, i am logging in to my account and i see that the award are expired! So i immediately called and they said that the 18 month expiry terms are for the new program reward, and for the old program reward it is 12months! This is extremely misleading, as I specifically looked and saw that i had 18 months to use my rewards! They cant change the reward program and keep the old terms! Either they fully change the program (which is by the way and very bad change since the earning is much less than before) and switch the terms in its entirety including the expiry date or keep me on the old program. Which mean either they change the entire program for new and old earnings or don't change the program and i would have seen that my rewards dollar expired within 12 months and i would have used them prior to expiration. All i am requesting is that my reward be reinstated for another 2 months please.

  

  Business response

  04/11/2024

  April 11 2024
  ******, **
  Complaint Department
  RE: Hotels.com Case # **-02678206
  

  Dear Better Business Bureau,

  
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.Hotels.com is responding to the consumer complaint from ************ (BBB case number 21531582)regarding his expired OneKeyCash.
  
  Our records indicate that ************ last made a booking with Hotels.com in the month of February' 2023 and so he had a rewards balance of USD1249.45 in his Hotels.com account until April' 2024. ****************** was a Platinum member until this period of time. In between, we changed our rewards program to OneKeyCash and sent an email to him informing that he is qualified for a Platinum tier and his status was renewed to Platinum again. Nowhere, in the email stated that there will be any change in our rewards policy. Our rewards policy states that if there is no activity in the account within 12 months of last activity, the rewards will be expired automatically.
  
  After changing our rewards program to OnekeyCash on July 10, 2023, it never reflected in his account that this will be considered as an account activity,it was indeed a membership activity but not the account activity. We received no contacts from ************ until the expiration of the rewards, to clear the information if he was confused about how the new program would work However as a one-time exception, we are reinstating OneKeyCash worth USD1249.45 and it will only be valid for 18 months from the reinstatement date. After that, if there is no activity in **************** account, the rewards will automatically expire and cannot be reinstated. Please refer link for any question related to OneKeyCash : ********************************************
  We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  
  Sincerely,
  ******************;
  Global Traveler Resolutions Team

  Customer response

  04/11/2024

  I have reviewed the business response and accept this resolution. 
  Thank you for your help and understanding and i want to say that you won a customer back because of your action!

   

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hotels.com itinerary: **************. I booked a reservation on March 25, 2024 at 823pm for Great wolf lodge concord **. For April 5-6. And cancelled 2 minutes later due to needing to add another person. Contacted hotels.com. Was informed that it was nonrefundable. I received an email that contacted they hotel and couldnt do anything. I contacted the hotel they approved the cancellation. And according to the great wolf lodge cancellation Standard Change and Cancellation Policy: Guests making a reservation eight or more days from their arrival date have 24 hours in which to modify or cancel a reservation with no penalties or fees. After that point, guests who wish to modify their reservation are subject to the following change fees: $25 if reservation is modified 8 or more days from arrival $50 if reservation is modified less than 8 days from arrival. My cancellation was 12 days out. And was cancelled within the 24 hours from booking. So Im not of hotels.com is pocketing my $1200 for something that was cancelled within several min. Since the hotel was fine with the cancellation and policy states could be cancelled for full refund within 24 hours. I am reaching out for a refund. 1200 dollars is a lot of money for no services.

  

  Business response

  04/11/2024

  April 11, 2024
  
  Better Business Bureau 
  ******, ** 
  
  Complaint Department
  
  RE: Hotels.com Case # ********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Hotels.com is responding to the consumer complaint from *********************************** (BBB case number ********) regarding a hotel reservation. 
  
  Our records indicate that *********************************** booked a hotel stay at ************************ for herself for two one nights, checking-in on 5 Apr 2024, under Itinerary number 72053931849936.
  
  Unfortunately *********************************** had to cancel this reservation as she booked wrong number of travelers and since this reservation was associated with a non-refundable policy, the booking amount of $1,197.75 was not refunded.
  
  Our records further indicate that our frontline team has already contact the hotel partner and secured approval for full refund and has been processed already on April 04, 2024.
  
  A full refund of $1,197.75 has been initiated towards the pay-pal account that was used while booking and as per the policy the refund reflects in the account within 5-7 business days from the day it was processed.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Regards,
  ***************************
  Global Traveler Resolutions Team
  

  Customer response

  04/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I have onekeycash of 130 or so which they said expires. I have not been notified during the past about any expiration date and it does not show any in the website. I would like to have this money back or as booking credit.My account is **********************

  

  Business response

  04/09/2024

  April 09, 2024
   
  Better Business Bureau
  ******, **
  Complaint Department
   
  Re: Hotels.com case # ********
   
  Dear Better Business Bureau,
   
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************** allowing us to address the comments and concerns brought to our attention. 
   
  Hotels.com is responding to the consumer complaint from ***************** (BBB case number ********) regarding her Hotels.com reward. We understand that ********** claims that her rewards expired and that she was not notified about them. 
  
  We are sorry to hear about her dissatisfaction and upon thoroughly investigating the account details, we found that she had $127.56 OneKey cash in her account at the time of conversion. These OneKey cash were originally earned from her bookings as per the old reward program, where the rewards were valid for 1 year from the date of earning. Accordingly, the reward expired in March 2024. We are sorry that ********** was not notified about the reward expiry, so we have reinstated $127.56 OneKey cash to her Hotels.com account.
  
  We would like to inform her that the reward will expire in 18 months from the last activity date. The terms and conditions of the OneKey cash can be found at this link: ******************************************
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Regards,
  ***********************
  Global Traveler Resolutions Team
  
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,Last fall I had a reservation for a hotel in *********, ****** for 10/14 & 10/15. The reservation was made through the app Hotels.com. I ended up not needing the reservation as I was able to get a room at my preferred hotel, so I went to the Hotels.com app to cancel. When I checked I did not have any reservations that showed in my account on the app. Because I had made the reservation several months in advance, I could not remember exactly where I had booked because it was not my preferred hotel, nor was it even in the city I was traveling to. At that point, not seeing the reservation appearing on the app, I made the assumption that I had already cancelled and had just forgotten that I had taken care of it (I have screenshots which I will attach). I'm not getting any younger and I have the occasional memory lapse which is why I rely on the app to remind me of where and when I booked. So, seeing no reservation for that weekend, I went to my preferred hotel to enjoy the weekend. Upon our return, I noticed that the original hotel (*********** Inn) had charged me for my reservation because as far as they knew, I was a no show. I did an online chat with hotels.com to explain that I was not able to cancel my reservation because it was not showing in my account on their app. This account is tied to a single email so it was not a matter of having two accounts with different bookings, the reservation for Galaxie was just not there. They reached out to the hotel and they hotel would not refund me because it was a violation of their policy to not show/not cancel. However, because the app did not show my reservation, I believe that it the responsibility of Hotels.com to refund me because it was their app that was showing me incorrect/incomplete information. They refused and said it was only up to the hotel itself. I also tried to dispute it thru **************** but they got the same result. I would like a refund from HOTELS.COM for the amount that I was charged.

  

  Business response

  04/10/2024

  April 10, 2024 
   
  Better Business Bureau 
  ******, ****** & Western **********
  Complaint Department
   
  RE: Hotels.com Case # ********
  
  Dear Better Business Bureau, Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
   
  Hotels.com is responding to the consumer complaint from *********************** (BBB case number ********) regarding the hotel reservation at ************* with the itinerary number **************. We understand **************** is requesting a refund.
   
  According to our records, **************** contacted our frontline support on October 17, 2023, to inquire about the charge on her card from the supplier. The frontline support informed her that the supplier canceled her reservation by marking her as a no-show. They tried to obtain approval for the refund from the supplier, but it was not approved. 
  
  Further, I understand **************** was not able to access her reservation on the app, due to which she could not cancel the reservation until the free cancellation window, which resulted in the entire amount being charged as a penalty. Considering this, I have refunded 510.76
  USD to her **************** ending in 3001. The refund will be processed in 5-7 business days.
  
  In the future, I request **************** to report the issues related to the app or the website beforehand so we can escalate it further for improvements and avoid similar situations. 
   
  If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.
   
  Sincerely,
  Harrysha 
  Global Travel Resolutions Team

  Customer response

  04/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hotels.com converted to a new platform called OneKey and converted my 3 free nights I earned with hotels.com to roughly $386 of "OneKeyCash". When I ****** how long I had to use the new rewards type it said 18 months from the last stay which with March 2023. This left me under the impression I had until like Sept 2024 to use the OneKeyCash. I went to book today and the rewards were gone and when I reached out they said they expired because they used the expiration date of the hotels.com rewards even though they had now converted them. I'm upset because they didn't send a warning or anything to notify me. They have an incentive to want to keep all my rewards because thats now a free stays they don't have to honor/pay for. I want them to reinstate my rewards and give me the full 18 months from last activity to use them.

  Customer response

  04/01/2024

  You can ignore the files I attached in the complaint. These attachments have the full conversations.

  

  Business response

  04/09/2024

  April 09 2024

  ******, **

  Complaint Department
  RE: Hotels.com Case # **-02662745
  

  Dear Better Business Bureau,

  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.Hotels.com is responding to the consumer complaint from Mr. ***************************** (BBB case number ********) regarding his expired OneKeyCash.

  
  Our records indicate that ****************** last made a booking with Hotels.com in the month of March' 2023 and so he had a rewards balance of USD386.50 in his Hotels.com account until March' 2024. ****************** was a Blue member until this period of time. In between, we changed our rewards program to OneKeyCash and sent an email to him informing that he is qualified for a Blue tier and his status was renewed to Blue again. Nowhere, in the email stated that there will be any change in our rewards policy. Our rewards policy states that if there is no activity in the account within 12 months of last activity, the rewards will be expired automatically.

  
  After changing our rewards program to OnekeyCash on July 9, 2023, it never reflected in his account that this will be considered as an account activity, it was indeed a membership activity but not the account activity. We received no contacts from ****************** until the expiration of the rewards, to clear the information if he was confused about how the new program would work. in December' 23 we sent a reminder as well regarding the expiration of the reward
  

  We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  
  Sincerely,
  ******************;
  Global Traveler Resolutions Team
  

  
  

  Customer response

  04/09/2024

  I am rejecting this response because:   (1) I'm highly confident the hotels.com rep did not read the emails attached to my complaint as they never addressed them, (2) the terms and conditions state that *** (which I had) uses an expiration window of 18 months and it never mentions anywhere the need for action on my part for the converted rewards to adopt the *** expiration window of 18 months (as opposed to 12 for hotels.com rewards), and (3) hotels.com is seeking for any excuse to AVOID honoring the rewards when there are clearly a number of justifications as to why they should if they were trying to do right by their customers. I stand by my stance (and this is backed by the T&Cs) that my *** rewards were subject to the *** T&Cs and not the hotels.com rewards night T&Cs. If hotels.com can point me to the place in the T&Cs where it states that "converted rewards" retain the expiration policy of their previous program then I will gladly accept their reply, but I believe they are just wanting to avoid honoring the rewards. All I'm asking is to reinstate my *** and set the expiration to 18 months from my last activity/stay as per the *** T&Cs.

  

  Business response

  04/10/2024

  April 10 2024
  
  Better Business Bureau 
  Hotels.com - ******, ** 
  
  Complaint Department
  
  RE: Hotels.com Case # (02662745)
  
  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer rebuttal from Mr.  ******* BBB case number 21510264.  We regret to hear Mr.  ******* did not accept our resolution offered.

  We have reviewed ****************** email comments. However, when we decided to modify our rewards program to OneKey Cash. We also notified ****************** via email that he is now eligible for a Blue tier and that his status has been renewed to the same tier. We reminded Mr. ************* December' 2023 that the reward was about to expire, and we included the expiration date in that email as well. The email is enclosed for ****************** reference. However as a one-time exception, we are reinstating OneKey Cash worth USD386.50 and it will only be valid for 18 months from the reinstatement date. After that, if there is no activity in your account, the rewards will automatically expire and cannot be reinstated. Please refer link for any question related to OneKey Cash : ********************************************

  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
   
  Sincerely,
  *******************
  Global Traveler Resolutions Team
  

  
  

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Friday Mar 15 Itinerary ************** I called because i was not premitted to stay at the hotel due to another stay. I called the hotel who said they could not cancel my stay it would be the 3 third party. I contact Hotels.com via chat 3 times and each requested to cancel. The last time I spoke with **** was told it was cancelled. I did not received a refund and I reach out again and was informed that the chat was disconnected before he got a confirmation from the hotel and he got another call and never completed the refund.

  

  Business response

  04/02/2024

  02-Apr-2024
   
  Better Business Bureau 
  Expedia.com ****** ** 75240
  Complaint Department
   
  RE: Expedia Case Ref:- **- 02656889
   
  Dear Better Business Bureau, 
   
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
   
  Expedia is responding to a consumer complaint from *********************************** (BBB case number ********) regarding a hotel refund.

  
  After conducting my investigation, I discovered that on March 15, 2024, ******************** booked a hotel, "***********************************************," with a check-in date of March 15, 2024, for 1 night. The booking she made was non-refundable and non-changeable. ******************** had a bad experience during her last stay 2 years ago, so she wanted to cancel the booking. She contacted the hotel, but they directed her to contact Expedia as the booking was made through us.

  
  We contacted the hotel to seek a refund, but they adhered to their original policy, and the refund request was denied. However, considering your loyalty and as a one-time exception, I have processed a full refund of $78.84. The refund is being processed in the original form of payment, **** XXXX-8913. It will be credited to your account within 5 to 7 business days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us and write us to same email chain.

  
  
  Regards,
  ******** ***********************
  Global Traveler Resolutions Team
  

  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Complaint Regarding ******************************* Experience I am writing to formally lodge a complaint regarding the unsatisfactory customer service experience I encountered during a recent interaction with your company. My email address associated with my account is **************************************** [2024,3,26], I contacted your customer service hotline (00 1 ************* to seek assistance with a booking-related issue. Unfortunately, the interaction with your representative left much to be desired.Despite my efforts to articulate my concerns, I was met with indifference and a lack of understanding. Throughout the call, the representative displayed a dismissive attitude, repeatedly stating, "I'm sorry," without offering any meaningful assistance or resolution to my problem.Despite explaining that English is not my native language and that I speak with an accent, the representative abruptly ended the call upon learning that I am from ******. This treatment left me feeling deeply disrespected and discriminated against.Furthermore, I am disappointed by the lack of follow-up or support provided by Hotels.com following this incident. There has been no effort made to address my concerns, provide compensation, or offer any form of reassurance.As a consumer, I expect to be treated with respect and professionalism, regardless of my nationality or language proficiency. The behavior exhibited by your representative falls short of these expectations and reflects poorly on the company's commitment to customer satisfaction.I am filing a complaint with the Better Business Bureau (BBB) to bring attention to this matter and seek appropriate resolution. I urge Hotels.com to investigate this incident thoroughly, take corrective action to prevent similar occurrences in the future, and provide a formal apology and compensation for the distress caused.I expect a prompt response to this complaint and request confirmation of the actions taken to address the issues raised. Failure to address this matter satisfactorily will result in further escalation of my complaint and may impact my future patronage of Hotels.com.Sincerely,******* ***

  

  Business response

  04/02/2024

  April 02, 2024
  Better Business Bureau 
  ******, ** 
  Complaint Department
  
  RE: Hotels.com Case ******** / BBB case 21495405
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.  
  
  Hotels.com is responding to the consumer complaint from ****************** *** (BBB case number 21495405).
  
  First and foremost, we are sorry to hear about the hassle ********** had to go through when contacting our frontline. However, upon reviewing the case, we were unable to find any itinerary numbers from the email address provided. Therefore, we request that ********** share the issue he had, along with the itinerary number related to the issue and the registered email address with Hotels.com, so we can review this case further. 
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Varun Goswami
  Global Traveler Resolutions Team
  Expedia Group
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/3/24 I booked a stay at the Hilton Garden Inn in ************, ****. When I arrived at the hotel, I discovered that I had booked the hotel room for 3/17/24 and unknowingly made the reservation through Hotels.com. This was totally my mistake but I was informed by the hotel that I would need to contact Hotels.com to get the reservation changed. Needless to say I was unable to speak to any person at Hotels.com and ended up explaining my mistake to a virtual agent. Long story short I was told through a series of emails that they were sorry but that once the booking is made Hotels.com is unable to change anything. They blamed everything on the hotel being unwilling to change the reservation. I contacted the hotel and they told me that they would have no problem canceling the reservation and in fact would return any payment they received to Hotels.com. This is ridiculous. I accidentally booked for 3/17/24 and wanted to book for 3/3/24. My penalty is to pay $122.00. My wife and I were returning from a month in *******. We had traveled by car all day. I booked the room at a rest stop and accidentally hit 3/17/24 instead of 3/3/24.We ended up staying at the hotel after I had to rebook my stay with the hotel clerk. We paid $133.00 to the hotel and ended up getting billed $122.00 from Hotels.com.Once again I want to complain about Hotels.com They knew it was an accidental mistake. Im sure its obvious I live nearly 4 hours from ************ and wasnt going to drive there two weeks later for a one night stay.

  

  Business response

  03/31/2024

  March 31, 2024
   
  Better Business Bureau 
  ******, ** 
  Complaint Department 
   
  Re: Hotels.com case # ********
   
  Dear Better Business Bureau,
   
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************** allowing us to address the query that have been brought to our attention.
   
  Hotels.com is responding to the consumer complaint from ******************************* (BBB case number ********) regarding the hotel refund query. Our records indicate that, on 03rd Mar'24, **************** made hotel booking with ****************************** for 17th Mar24, itinerary reference **************. We understand that he made the booking for 17th Mar instead of 03rd Mar24 and claims that the property approved the refund.
   
  Upon receiving the query, we reached out to the property and confirmed that they did not charge for the booking and has approved a refund. Accordingly, we have processed a full refund of USD ****** to the card originally used to book the travel. The refund would reflect in the account within 5 to 7 working days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any more questions or queries about this, please don't hesitate to contact us.
   
  Regards, 
  ************************;
  Global Traveler Resolutions Team
  
  

  Customer response

  03/31/2024

  I have reviewed the business response and accept this resolution. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩